Customer Service Analyst

Shearer's is a leading contract manufacturer and private label supplier in the snack industry in North America. Headquartered in Massillon, Ohio, Shearer's has 17 state-of-the-art, geographically diverse manufacturing facilities in Ohio, Texas, Arkansas, Arizona, Minnesota, Pennsylvania,  Virginia, Iowa, Ontario and Alberta, Canada, including one of the industry's first Leadership in Energy and Environmental Design platinum LEED certified facilities in Massillon, Ohio. The Company is known for producing the highest quality snacks in assorted flavors and sizes, including kettle cooked potato chips, traditional potato chips, tortilla chips, cheese curls and other extruded snacks, and corn chips, as well as cookies, crackers, and wafers.

Customer Service Analyst 

Massillon, OH (Hybrid - Onsite T, W, Th)

Position Summary:

The Customer Service Analyst works directly with our customers daily.  In this role, the Customer Service Analyst will be responsible for managing customers’ orders and resolving any service concerns.  The Customer Service Analyst must maintain a high level of professionalism and represent Shearer’s in the best possible light.

Your Seat at the Table:

• Monitor customer orders to ensure timely shipment from our warehouses to their final destination.
• Work with internal cross-functional teams to resolve challenges to support on time and full order shipments.
• Demonstrate strong leadership skills and ability to handle difficult situations while maintaining company values.
• Manage finished goods obsolescence with target reduction goals YOY by working with customers and sales to consume on hand product.
• Managing customer revisions, transportation routing, and general data within the customers portal including the world’s largest retail company.
• Investigate, review, and approve or deny customer deductions based on your findings.
• Support new product launches by working with cross functional teams to eliminate obstacles.
• Support end of life and part transitions by working with customers to minimize obsolescence while managing service levels.
• Manage all SOPs for their customer service functions and utilized systems and create new ones as needed.
• Generate ROTIF tracking and customer fulfillment weekly for your customers.
• Work cross functionally with sales and represent Shearer’s by leading or participating on customer calls or meetings to present and discuss service opportunities, new projects, etc..

What You Bring to the Table:

• Minimum three years of experience required, preferably in customer service and or supply chain.
• Bachelor’s degree in supply chain, operations, or related field preferred.  A combination of education and experience will be considered in lieu of degree.
• Ability to manage both internal and external customers.
• Able to adapt and manage through change.
• Strong leadership and communication skills
• Ability to juggle multiple projects and shifting priorities in an organized manner to meet deadlines.
• Must be able to work well with others in the spirit of cooperation.
• Must have excellent verbal and written communication skills when working with customers and internal team members.
• Strong analytical and Microsoft Office Suites skills
• Must be organized, dependable and self-motivated with the ability to set priorities.
• Proven track record with demonstrated ability to work effectively with minimal supervision.
• Ability to quickly learn organizational structure and the team objectives.
• Terrific work ethic accompanied by a high level of integrity and positive attitude.
• Show grace under pressure.
• Team first mentality.
• Strong attention to detail and accuracy
• Good time management skills with a problem-solving attitude
• Ability to effectively manage personal time.

We Offer a Feast of Benefits

Medical, Dental, Vision, Life, Flexible Spending Account, Retirement Savings Plan with Match, Short Term Disability, Long Term Disability, Group Critical Accident Insurance, Group Critical Illness Insurance, Employee Assistance Plan and numerous opportunities to volunteer in the communities in which we operate.

You will be considered for employment in our inclusive workplace

Because at Shearer’s, we are committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, protected veteran status, or any other characteristic protected by law.

This is your invitation to apply now!

Note: Shearer’s does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Shearer’s is not responsible for any fees related to unsolicited resumes.

[Supply Chain]